Customer Success Manager with 11+ years of proven success in SaaS environments, and 8+ years of experience guiding enterprise and strategic accounts through high-impact lifecycle programs. Expert in driving SaaS adoption, retention, and growth through frameworks like the BSP Assessment, which improved platform adoption by 30% across 50+ broadband service providers. Known for executive-level stakeholder engagement, cross-functional partnership, and outcome-based success planning. Thrives in remote-first, data-informed environments and passionate about mentoring, scaling processes, and influencing product direction. Fluent in English and Spanish, and adept at bridging cross-functional teams to drive customer value.
PU
Looking for a job
Paola Utterback
@paolautterback
Strategic bilingual CSM with 11+ years in SaaS. Expert in adoption, retention, and journey design for enterprise and mid-market clients.
United StatesExperience
Work history, roles, and key accomplishments
CACurrent
Drove 20% efficiency gains for 50+ broadband providers via Service Cloud. Led 80+ strategic engagements with 100% CSAT. Boosted adoption 30% in 4 weeks, aligned success plans to KPIs, mitigated churn, and influenced renewals. Collaborated cross-functionally to improve lifecycle ops, training, and product feedback loops.
CALed 50+ US West & LATAM accounts, boosting adoption by 30% and maintaining 95–100% CSAT. Built Success Plans, drove ROI, led a team of 6 CSMs, scaled BSP Assessment Framework, and influenced renewals. Co-authored CS playbook, aligned stakeholders, and shaped adoption strategy through executive QBRs.
AUAligned Autodesk solutions with AEC customer needs, driving measurable outcomes. Used data insights to boost retention, led CS process improvements, and contributed to training and resource optimization.
SIBILINGUAL SR INSIDE SALES REPRESENTATIVE
Nov 2014 - Jul 2018 (3 years 8 months)
Surpassed 80%+ of quotas while managing 1,400+ opportunities across 240 resellers in 20 countries. Boosted LATAM renewals by 70%, improved workflows, and leveraged trilingual skills to drive satisfaction and earn a promotion.
Education
Degrees, certifications, and relevant coursework
UVUniversidad Central de Venezuela
Bachelors of Science, Sociology
ISInstituto Universitario de Tecnologia Antonio Jose de Sucre
Associate of arts, Advertising
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
150k+ USD
Social media
Job categories
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